Application of quality function deployment to study critical service quality characteristics and performance measures

Baba Md Deros, Norashikin Rahman, Mohd Nizam Ab Rahman, Ahmad Rasdan Ismail, Ahmed Husam Said

Research output: Contribution to journalArticle

21 Citations (Scopus)

Abstract

This paper aims to measure service quality performance and identify critical service quality characteristics as perceived by the customers. This began by conducting a survey through designed questionnaires to the identified group of customers to get their feedback. This is followed by constructing house of quality, establishing the customer's requirements and technical specifications, design the questionnaire, and identifying other parameters for the Quality Function Deployment (QFD) matrix. There are two different competitive assessments that have been conducted; performance related to customer requirements and performance related to technical requirements. Both case study companies are involved in the same industry with studied firm. Based on the QFD technique, critical service quality characteristics that need to be enhanced by the studied firm in Malaysia have been identified as technical specification such as employee training, human resource, customer feedback analysis, understanding customer needs, quality and implementation of continuous improvement, process management, and supply from suppliers. From the study, it was found the service quality performance of the studied firm was 68 percent, which the firm's top management feels unsatisfactory. Therefore, the authors had suggested to the studied firm to further improves its service quality performance by improving the critical service quality characteristics as perceived by its customers.

Original languageEnglish
Pages (from-to)398-410
Number of pages13
JournalEuropean Journal of Scientific Research
Volume33
Issue number3
Publication statusPublished - 2009

Fingerprint

Quality function deployment
Service Quality
Performance Measures
Customers
Personnel
Specifications
Feedback
Industry
Malaysia
Questionnaire
human resources
Requirements
questionnaires
Specification
Continuous Improvement
human resource
Human Resources
Process Management
Surveys and Questionnaires
service quality

Keywords

  • Critical service quality
  • Customers
  • Performance
  • QFD
  • Service industry

ASJC Scopus subject areas

  • General

Cite this

Application of quality function deployment to study critical service quality characteristics and performance measures. / Md Deros, Baba; Rahman, Norashikin; Ab Rahman, Mohd Nizam; Ismail, Ahmad Rasdan; Said, Ahmed Husam.

In: European Journal of Scientific Research, Vol. 33, No. 3, 2009, p. 398-410.

Research output: Contribution to journalArticle

Md Deros, Baba ; Rahman, Norashikin ; Ab Rahman, Mohd Nizam ; Ismail, Ahmad Rasdan ; Said, Ahmed Husam. / Application of quality function deployment to study critical service quality characteristics and performance measures. In: European Journal of Scientific Research. 2009 ; Vol. 33, No. 3. pp. 398-410.
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